Deskside Support Technician

Clearance Level
None
Category
Help Desk
Location
Bethesda, Maryland

REQ#: RQ134184

Travel Required: None
Public Trust: NACI (T1)
Requisition Type: Regular

GDIT is seeking a Deskside Technician to support the National Institutes of Health (NIH) Center for Information Technology (CIT) client in Bethesda, MD. You should be an experienced change agent capable of providing independent technical support to our NIH customers.

You must be able to work flexible schedules between the core hours of 8:00 am to 6:00 pm, Monday through Friday.  You must be able to travel between buildings across a large campus.

RESPONSIBILITIES AND DUTIES:

  • Perform root cause analysis of problems and provide manager with implementation plans of workarounds and solutions for network protocols and security, IT infrastructure, and basic services

  • Create scripts in PowerShell and or Terminal to automate jobs and processes

  • Collaborate with Engineering and Security teams on IT projects and implementations, including review of new technologies, vulnerability remediation and security patching activities

  • Maintain and build lines of communication and relationships with technical and non-technical departments within CIT, NIH and other government agencies

  • Help mentor and train colleagues and junior technicians with core IT principles and technologies 

  • Provide excellent customer service, while serving as a technical expert and liaison to NIH clients and contract staff

  • Perform routine Tier II deskside support functions, such as device management and imaging, configuration, set-up and installation, application, network and account management, media sanitization and device wiping, inventory tracking and surplus, group policy and AD changes, virtual machine (VM) configuration

  • With the customer, walk through features and troubleshoot cloud applications, MDM software, conferencing applications, and other third-party software and technologies used by NIH

  • Investigate and promptly resolve issues with Microsoft and MacOS computers, including IOS and Android mobile phones

  • Utilize ServiceNow to track, manage, and document your workload

  • Manage task assignments, ensuring that the technical solutions and assigned project schedules are successfully completed in a timely manner

  • Independently increase your understanding of NIH, CIT technologies, and IT services

REQUIRED QUALIFICATIONS AND SKILLS:

  • AA/AS (or equivalent) and five years of experience

  • Minimum of 3 years providing Tier 2 support

  • Strong knowledge of network protocols, IT infrastructure and services, such as TCP/IP, static IP and DHCP, DNS, NAC, LAN, WiFi, Group Policy, Microsoft Registry, Active Directory

  • Good understanding of MacOS and Apple systems, including use of Terminal

  • Good understanding of Windows OS systems and Office 365, including use and creating scripts

  • Experience with Android and IOS mobile device set up and configuration

  • Strong documentation skills

  • Excellent verbal and written communication skills

  • Prior customer service experience

  • Ability to move and lift computers, printers, monitors, and other hardware


DESIRED QUALIFICATIONS AND SKILLS:

  • Previous or current NIH experience

  • ServiceNow experience

  • WebEx and Cisco telepresence system experience

  • Certifications, such as ITIL v4, HDI, ACSP, MCP, MCDT, MCITP/MCSA, A+, Network+, Security+

ATTRIBUTES FOR SUCCESS:

  • Good problem analysis and resolution skills

  • Excellent interpersonal skills

#GDITFedHealthJobs

#GDITFedHealthJobs-NIH


About Our Work

We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.

COVID-19 Vaccination

GDIT does not have a vaccination mandate applicable to all employees. To protect the health and safety of its employees and to comply with customer requirements, however, GDIT may require employees in certain positions to be fully vaccinated against COVID-19. Vaccination requirements will depend on the status of the federal contractor mandate and customer site requirements.

GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.